Effective Date: 01 February 2026
Applicable To: All clients, partners, licensees, resellers and authorised shared-service operators using Fludnox hosting, email, DNS, backup or infrastructure services.
This Hosting Migration, Suspension and Termination Procedure (“Procedure”) governs the operational handling of migrations, service restrictions, suspension, reinstatement, expiry and termination of services supplied by The Xdemór Group Limited under the Fludnox brand.
In this Procedure, “You” and “Your” refer to the business, organisation or professional using the Services. “Fludnox”, “We”, “Us” and “Our” refer to The Xdemór Group Limited acting under the Fludnox brand. “Migration” means the transfer or attempted transfer of Content, configurations or services into, between or away from Fludnox-managed environments.
1. Contractual Status #
1.1 Incorporation #
This Procedure forms part of the contractual framework governing the Services and applies together with the Shared Services Terms of Service, the Shared Services Data Processing Agreement, the Fludnox Hosting and Infrastructure Policy, the Fludnox Backup and Data Recovery Policy, the Hosting Acceptable Use Policy, the Service Level Agreement where applicable and the relevant Order Form or Individual Agreement.
1.2 No Independent Termination Regime #
This Procedure explains how migration, suspension and termination rights established under the contractual framework may be implemented.
It does not create a separate or wider right of termination that is inconsistent with the Shared Services Terms of Service or an applicable Individual Agreement.
1.3 Order of Precedence #
Mandatory applicable law prevails. The Shared Services Data Processing Agreement prevails for personal-data processing, return and deletion. An expressly negotiated Individual Agreement or Order Form prevails for service-specific migration and termination terms.
2. Migration Requests #
2.1 Authorised Instructions #
A Migration request must be submitted through the authenticated Fludnox support channel by an authorised account contact.
Fludnox may require identity, corporate authority, account ownership, payment status or destination verification before beginning or releasing migration-related information.
2.2 Scope #
Migration includes only the websites, databases, mailboxes, files, configurations, DNS records or other components expressly confirmed in the Migration scope.
Items not expressly included remain outside scope, even where they are connected to the same website, domain, business or account.
2.3 Separate Services #
Domain transfers, Registrar changes, DNS migration, email migration, application migration, website migration and data export are separate technical activities.
Completion of one activity does not mean that all related services have been migrated or terminated.
2.4 No Implied Compatibility #
Fludnox does not guarantee that Content, software, email, databases, licences, configurations or backups will be compatible with the source or destination environment.
Conversion, redevelopment, remediation, licence replacement or configuration work may require a separate agreement and charge.
3. Incoming Migrations #
3.1 Client Responsibilities #
Before an incoming Migration, You must:
- have lawful authority to access and transfer the Content;
- maintain an independent and verified backup;
- provide accurate credentials and technical information;
- disclose material security incidents, malware or corruption;
- identify relevant data locations and regulated data; and
- keep the source service active until the Migration has been verified.
3.2 Source Provider Limitations #
An incoming Migration may be delayed or prevented by source-provider restrictions, inaccessible accounts, proprietary systems, unsupported formats, encryption, data corruption, transfer limits or expired services.
Fludnox is not responsible for the acts or omissions of the source provider.
3.3 Migration Copy #
Unless otherwise agreed, an incoming Migration creates a copy in the destination environment. It does not automatically delete the source data or terminate the source service.
You remain responsible for instructing the source provider concerning cancellation, deletion and ongoing charges.
3.4 Verification #
You must test the migrated website, application, database, email and connected services promptly after Fludnox confirms completion.
A Migration will be treated as operationally accepted where You place the destination into production, change DNS to it or fail to report a material migration defect within the verification period stated in the applicable Migration notice.
4. Outgoing Migrations and Exports #
4.1 Client-Led Transfer #
You are responsible for selecting the destination provider, opening the destination account and ensuring that the destination is technically and legally suitable.
Unless an Order Form expressly includes an outgoing managed Migration, You are responsible for transferring or importing the exported data.
4.2 Standard Export Tools #
Where available, Fludnox may provide standard control-panel, database, mailbox, file or backup export functionality included in the Service.
Fludnox does not guarantee compatibility between a standard export and a third-party destination.
4.3 Managed Outgoing Migration #
Custom export, format conversion, mailbox transfer, database conversion, DNS coordination, migration planning, out-of-hours work and destination-provider liaison may be treated as separate chargeable work.
Fludnox may require advance payment and a confirmed scope before performing optional outgoing Migration work.
4.4 Destination Credentials #
Where Fludnox is authorised to access a destination environment, You must provide limited and temporary credentials where reasonably practicable.
You must change or revoke those credentials when the Migration is completed.
5. Migration Scheduling and Change Control #
5.1 Migration Window #
A Migration date or time is binding only where confirmed in writing by Fludnox.
An estimate may change because of data volume, source restrictions, security issues, technical incompatibility, third-party delays or Client dependencies.
5.2 Content Freeze #
Fludnox may require a temporary content, database, mailbox or configuration freeze to reduce the risk of data divergence.
Changes made after the final Migration copy begins may not be included unless a further synchronisation is expressly agreed.
5.3 DNS and Propagation #
DNS changes may be affected by caching, time-to-live values, resolvers, Registries, Registrars and third-party networks.
Fludnox does not guarantee simultaneous propagation or continuous service during a DNS transition.
5.4 Rollback #
A rollback is included only where expressly stated in the Migration plan.
Rollback may be impossible where the source environment has expired, data has materially changed, DNS has propagated, the destination has processed live transactions or third-party systems cannot be reversed.
6. Client Backup and Continuity Duties #
You must maintain an independent backup before any Migration, suspension, termination, software change, restoration or infrastructure modification.
Fludnox backups are governed by the Fludnox Backup and Data Recovery Policy and must not be treated as the sole source of recovery.
You remain responsible for business continuity, customer communications, legal retention, destination readiness and preservation of records required after termination.
7. Grounds for Suspension #
Fludnox may suspend or restrict a Service where permitted by the applicable contractual framework, including where there is:
- non-payment, failed payment or expiry;
- a breach of the Hosting Acceptable Use Policy or another incorporated term;
- malware, phishing, compromise, spam or network abuse;
- an actual or reasonably suspected security or data-integrity risk;
- an unlawful activity or binding legal requirement;
- excessive or destabilising resource use;
- incomplete identity, authority or registration verification;
- a disputed account, ownership or administrative authority;
- failure to cooperate with an investigation or remediation instruction;
- a material upstream infrastructure restriction or failure; or
- another legitimate legal, security, compliance or operational ground identified in the contractual framework.
Suspension must not be used for an unlawful purpose or in a manner prohibited by mandatory law.
8. Notice of Suspension #
8.1 Prior Notice #
Where the matter is capable of remediation and delay does not create material risk, Fludnox may provide notice describing the affected Service, the reason category, required action and applicable response period.
8.2 Immediate Suspension #
Fludnox may suspend without prior notice where it reasonably considers immediate action necessary to address:
- active phishing, malware, attacks or compromise;
- risk to personal data, credentials or infrastructure;
- serious unlawful or prohibited Content;
- a binding legal or provider requirement;
- threatened or actual service disruption;
- fraudulent or unauthorised account activity; or
- another comparable urgent risk.
8.3 Confidentiality #
Fludnox may provide only a limited explanation where further information would disclose security controls, confidential third-party information, another Client’s data, privileged legal material or information that Fludnox is prohibited from disclosing.
9. Scope and Effect of Suspension #
9.1 Proportionate Restriction #
Where reasonably practicable, Fludnox may limit a suspension to the affected website, account, mailbox, process, IP address, domain, service component or administrative function.
A full account suspension may be applied where the affected activity cannot be safely isolated or where the breach is systemic.
9.2 Operational Effects #
During suspension, Fludnox may disable public access, email sending, administrative access, control-panel access, APIs, DNS management, backup creation, privileged access, support activity or other affected functionality.
Existing backups may continue to expire under their ordinary retention cycle.
9.3 SLA #
A period of valid suspension is excluded from availability calculations under the Fludnox Service Level Agreement unless an Individual Agreement expressly provides otherwise.
9.4 Continuing Obligations #
Suspension does not automatically cancel charges already incurred, renewals already processed, applicable subscription fees or other surviving contractual obligations.
Suspension does not constitute a waiver, admission of liability or confirmation that reinstatement will occur.
10. Remediation and Reinstatement #
10.1 Remediation Requirements #
Fludnox may require evidence that the cause of suspension has been corrected. This may include:
- payment of outstanding charges;
- identity or authority verification;
- malware removal and software patching;
- credential replacement;
- removal of prohibited Content;
- account or user restrictions;
- resource optimisation;
- security investigation;
- acceptance of an amended service configuration; or
- migration to a more suitable Service.
10.2 Reinstatement Review #
Reinstatement is not automatic upon partial remediation, partial payment or submission of a response.
Fludnox may verify the remediation and may impose reasonable protective conditions before restoring access.
10.3 Reinstatement Charges #
Where permitted by the applicable Order Form or pricing schedule, Fludnox may charge for malware remediation, restoration, investigation, emergency intervention, reconfiguration or reinstatement work outside the ordinary Service.
10.4 No Restoration of Prohibited Material #
Fludnox is not required to restore Content or functionality that would recreate the original breach, security risk or unlawful activity.
11. Client Termination and Non-Renewal #
11.1 Termination Notice #
The Client may terminate or request non-renewal in accordance with the notice period and conditions stated in the Shared Services Terms of Service, Order Form or Individual Agreement.
A cancellation request does not terminate the Service retrospectively and does not reverse a renewal or charge already incurred unless the contractual framework expressly provides otherwise.
11.2 Fixed-Scope and Prepaid Work #
Termination of recurring hosting does not cancel completed, commenced, fixed-scope, prepaid or separately chargeable Migration, recovery, development or support work.
11.3 Required Preparations #
Before termination or expiry, You must export required Content, confirm destination arrangements, update DNS, transfer domains where applicable and preserve all information needed for legal, operational or business-continuity purposes.
12. Termination by Fludnox #
Fludnox may terminate an affected Service in accordance with the Shared Services Terms of Service and any applicable Individual Agreement.
Termination may follow an unresolved suspension, repeated breach, serious abuse, non-payment, unmanageable security risk, permanent provider restriction, legal prohibition, service discontinuation or other contractual ground.
Where advance notice is reasonably practicable and does not increase legal, security or operational risk, Fludnox may provide an effective termination date and available exit instructions.
13. Expiry and Automatic Service Cessation #
A Service may expire automatically where it is not renewed or where the required renewal payment is not successfully processed.
On expiry, websites, applications, DNS, email, control panels, backups and related services may stop operating without a separate termination notice.
Any grace or recovery period exists only where stated in the applicable Service terms and may differ between hosting, email, domains and other components.
14. Permanent Termination and Final Lock #
14.1 Final Lock #
Where the contractual escalation process results in Final Lock, the affected Service is permanently terminated under the existing commercial arrangement.
Access credentials may be revoked, service restoration may cease and any future engagement may require a new risk assessment, new Order Form, revised pricing and advance payment.
14.2 Data Protection Limitation #
Final Lock does not override mandatory obligations concerning the return, deletion, restriction, preservation or disclosure of personal data under the Shared Services Data Processing Agreement and applicable law.
14.3 New Engagement #
Payment after Final Lock does not automatically reactivate the previous Service or restore prior prices, configurations, data or commercial terms.
15. Data Access, Return and Export #
15.1 Pre-Termination Export #
You must use available export tools and obtain any required data before the Service expires or terminates.
Fludnox does not guarantee continued dashboard or account access after the effective termination date.
15.2 Optional Migration Assistance #
Fludnox may condition custom export, destination configuration, format conversion, manual Migration, consultancy and other optional work on full settlement and advance payment.
15.3 Personal Data Processed on Behalf of the Client #
Where Fludnox acts as Processor, return and deletion of Client Personal Data are governed by the Shared Services Data Processing Agreement and Hosting Data Processing Schedule.
To the extent required by Article 28 UK GDPR or other mandatory law, Fludnox will not rely on an unpaid commercial charge to avoid a mandatory obligation to return or delete personal data.
This does not require Fludnox to provide free custom development, data conversion, destination Migration, reconstruction or other work beyond a legally required return or deletion process.
15.4 Non-Personal Data and Deliverables #
The release of non-personal deliverables, licensed materials, proprietary configurations, custom exports and optional handover work remains subject to the applicable payment, intellectual-property and contractual provisions.
Nothing in this Procedure transfers ownership of Fludnox infrastructure, software, internal tools, security configurations, automation or proprietary materials.
16. Deletion and Backup Expiry #
16.1 Active Service Data #
Following termination, active Service data may be deleted, rendered inaccessible or placed into a deletion process according to the applicable Service configuration and contractual terms.
No specific post-termination retention period applies unless expressly stated in an Order Form, Individual Agreement, DPA or Service Description.
16.2 Backups #
Backup copies may remain in protected rotational systems until overwritten or securely destroyed under the applicable backup cycle.
During that period, the data will remain beyond ordinary active use except where restoration is required for legitimate recovery, legal compliance or authorised investigation.
16.3 Legal Preservation #
Fludnox may preserve relevant data where required by law, court order, regulatory direction, legal claim, fraud investigation, security investigation or another legally recognised retention obligation.
Preserved data will be restricted to the relevant purpose and period.
16.4 Erasure Evidence #
Where required under the DPA and reasonably available, Fludnox may provide confirmation that the applicable deletion process has been initiated or completed.
17. Domains, DNS and Certificates #
17.1 Separate Domain Registration #
Termination of hosting does not automatically terminate or transfer a separately registered Domain Name.
Domain expiry, renewal, transfer and cancellation are governed by the Fludnox Domain Registration Agreement.
17.2 DNS Changes #
You are responsible for arranging required nameserver, DNS, mail-routing and certificate changes before the related Service ends.
Fludnox may cease managing DNS or certificates when the associated managed Service terminates.
17.3 Domain Transfer #
Domain transfer assistance may require identity verification, payment of Domain Name-specific charges and compliance with applicable Registrar and Registry rules.
An unrelated hosting dispute will not transfer beneficial ownership of a Client Domain Name to Fludnox.
18. Email Services #
Termination or suspension of email may stop message sending, delivery, mailbox access, forwarding, filtering and authentication.
You must export required mailbox data before termination and must update mail-routing records where moving to another provider.
Messages received after the Service ends may be rejected, delayed or undeliverable. Fludnox does not guarantee message forwarding or storage after termination.
19. Resellers and Downstream Clients #
A reseller, agency or shared-service operator remains responsible for notifying its downstream clients, arranging migrations and preserving necessary data.
Fludnox may notify a downstream user directly where reasonably required for legal compliance, security, prevention of data loss or service continuity.
Direct communication does not transfer the intermediary’s billing or commercial obligations to Fludnox and does not create a separate commercial agreement.
A reseller must not promise a migration, retention, restoration or reinstatement period broader than the commitment expressly provided by Fludnox.
20. Emergency Infrastructure Migration #
Fludnox may migrate a Service between servers, networks, data centres, security systems or authorised infrastructure providers where reasonably necessary for security, resilience, maintenance, provider failure, capacity, legal compliance or service continuity.
Where the migration materially changes a committed primary data location or international-transfer arrangement, Fludnox will comply with the Shared Services Data Processing Agreement and applicable notification requirements.
Where reasonably practicable, advance notice will be provided. Emergency migration may occur without prior notice where delay would materially increase risk.
21. Charges, Refunds and Credits #
Migration, suspension, termination and reinstatement do not remove charges already incurred.
Refunds, credits and service-credit rights are governed by the Shared Services Terms of Service, applicable Order Form and Service Level Agreement.
A valid SLA credit is not excluded merely because the affected Service is later terminated, but no credit is available for downtime properly excluded under the SLA.
No double recovery is permitted for the same event.
22. Liability and Risk Allocation #
Liability arising from Migration, suspension, reinstatement, expiry or termination is governed by the Shared Services Terms of Service and applicable Individual Agreement.
Fludnox is not responsible for loss caused by the Client’s failure to maintain backups, export data, maintain source services, provide accurate credentials, complete verification, act on notices or prepare the destination environment.
Nothing in this Procedure excludes liability that cannot lawfully be excluded or limits mandatory rights under applicable data-protection law.
23. Communications and Notices #
Operational Migration, suspension and reinstatement requests must be submitted through the authenticated Fludnox support channel or to support-fludnox@shared-services.co.
Billing and payment matters may be submitted to accounts@shared-services.co.
Privacy and personal-data matters may be submitted to privacy@xdemor.com, and matters requiring the Data Protection Officer may be submitted to dpo@xdemor.com.
Formal contractual and legal notices must be sent to legal@xdemor.com.
A support request does not constitute a formal legal notice unless Fludnox expressly confirms otherwise.
24. Changes and Governing Law #
Fludnox may amend this Procedure in accordance with the Shared Services Terms of Service.
Urgent changes concerning security, abuse prevention, infrastructure protection, regulatory compliance or service continuity may take effect within the shorter period permitted by the contractual framework and applicable law.
This Procedure and any non-contractual obligations arising from it are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, subject to any mandatory rule that cannot lawfully be excluded.
Legal certainty: Abuse Procedure — medium to high, because hosting liability remains dependent on the specific content, knowledge and role of Fludnox. Migration, Suspension and Termination Procedure — medium until Clause 9.4 of the Shared Services Terms is expressly narrowed for madatory personal-data return and deletion.